|
ITIL® V3 Foundation
Training
3-day Instructor-Led
Introduction:
IT organizations are faced
with a rapidly evolving environment coupled with a more
headcount-constrained staff, where standardization on optimal
systems and procedures is a critical success factor. The
Information Technology Infrastructure Library (ITIL) has become
the de facto world standard for delivery of high quality
IT services. ITIL Version 3 (V3) is the latest evolution which
puts heavy emphasis on integration of IT in the business. ITIL
V3 covers the entire IT Service Lifecycle of Strategy, Design,
Transition, Operation, and Continuous Improvement.
Course Description
Our unique use of IT service management tools to demonstrate how
processes work, accelerates the knowledge transfer to the
student in this 3 day engaging class. Under guidance of
the instructor, students acquire familiarity with the IT Service
Lifecycle, as well as key ITIL processes, principles, concepts
and models to enable students to work more effectively in IT
service delivery. The course also provides preparation for
passing the ITIL v3 Foundation exam which occurs at the end of
the last day of class.
Candidates can expect to gain knowledge and understanding in the
following:
·
Service Management as practice (Comprehension)
·
Service Lifecycle (Comprehension)
·
Key Principles and Models (Comprehension)
·
Generic Concepts (Awareness)
·
Selected Processes (Awareness)
·
Selected Roles (Awareness)
·
Selected Functions (Awareness)
·
Technology and Architecture (Awareness)
·
ITIL Qualification scheme (Awareness)
Audience Profile:
IT Management, IT Support Staff, IT Consultants, Business
Managers, Business Process Owners, IT Developers, Service
Providers, Help Desks, System Integrators.
Prerequisites:
A general background or familiarity with IT services is
recommended, but not required.
Objectives:
After completing this ITIL
training
course, participants will understand how IT Service Management
processes can improve IT operations and be prepared to sit for
the ITIL v3 Foundation exam. In particular, participants
will:
-
Understand Service Lifecycle
-
Identify the key principles and concepts of IT Service
Management
-
Identify the benefits of implementing ITIL in an
organization
-
Identify the Service Management processes and how they map
to the Service Life Cycle
-
Identify the relationship of each component of the Service
Life Cycle and how they map to other components
-
Comprehend the activities of the main processes
-
Prepare to take and pass the ITIL v3 Foundation Certificate
in IT Service Management exam
CERTIFICATION EXAMINATION:
ITIL v3 Foundation Certificate
(the Foundation Certificate in IT Service Management), a
40-question one-hour multiple choice exam is scheduled during
the end of the last day of class. The Foundation
Certificate in IT Service Management is awarded to participants
who receive a passing grade of 65% or more on the exam. A
solid review of ITSM’s key concepts, with recommended exam
techniques and series of practice examinations, will help
student prepare for the exam.
COURSE OUTLINE:
Principles of
Service Management, origins, development and governance:
·
Defining IT Service Management
·
Reviewing the structure and scope of the Foundation
Certification Examination
·
People, process, technology and partners
The Five Core Books:
·
Service Strategy
·
Service Design
·
Service Transition
·
Service Operation
·
Continual Service Improvement
·
Service Management as a Practice:
·
Concepts of Service Management
·
Key Terms and definitions
·
ITIL
v3 Key Principles and Model
§
Service Strategy:
o
The three types of Service Providers
o
Perspective, position, plan or pattern
§
Service Design:
o
Service Portfolio design
o
Technology design
o
Process design
o
Insourcing, outsourcing, partnership
§
Service Transition:
o
The Service V model
o
Business value, asset and configuration management
§
Service Operation:
o
Quality vs. Cost of Service
o
Reactive vs. proactive
§
Continual Service Improvement:
o Plan, Do, Act, Check
·
ITIL v3 Processes
§
Service Strategy:
o
Service Portfolio Management
o
Demand Management
o
Financial Management
§
Service Design:
o
Service Level Management
o
Service Catalog Management
o
Availability Management
o
Information Security Management
o
Supplier Management
o
Capacity Management
o
IT Service Continuity Management
§
Service Transition:
o
Change Management
o
Service Asset and Configuration Management
|
